Use a calling app to make and receive calls in HubSpot

If you're already using a calling app, or if you need to call countries that aren't listed on HubSpot's supported countries list, you can integrate a calling app to make and receive calls within HubSpot. You can integrate with a provider listed on the App Marketplace that supports third-party calling and related functionality. You can also work with a developer to connect your own calling app by referring to Calling Extension SDK and Receive calls in HubSpot when using calling apps.

When using an integrated calling app, you'll no longer be using calling minutes from your HubSpot account.

Before you get started

• You must use a supported browser.
• Calling app providers refer to Calling Extensions SDK and Receive calls in HubSpot when using calling apps before users can access inbound calling with apps in HubSpot.
• Be sure call recording is turned on in your account.

Connect a calling app

• Connect a calling app in HubSpot App Marketplace. If you're using Conversation Intelligence (CI), you can review the different calling providers that support CI.

• Complete the setup steps for the calling app, which vary by provider. Once you're successfully integrated with the selected calling provider, you can start making and receiving calls.

Calling app experiences

Depending on how your calling app is configured, the app can show in HubSpot in the calling remote and window, remote only, or window only. If your calling app doesn't support one of those options, it'll default to the calling widget. 

Calling remote and window

• The calling remote and window will both open and work when making or receiving a call.
• To maintain the call connection, the calling window must remain open to make and receive calls.
• You can navigate around HubSpot while the window is open.

Calling remote only

• The calling remote will open and work to make and receive calls.
• To navigate around HubSpot without your call dropping, some apps will require you to have another version of the app loaded at the same time (e.g., desktop app, web apps, etc.). Refer to your provider's documentation for more information.

Calling window only
 

• The calling window will open and work to make and receive calls.
• To maintain the call connection, the calling window must remain open to make and receive calls.
• You can navigate around HubSpot while the window is open.

Calling widget

• If your calling app doesn't support calling remote and window, remote only, or window only, it'll use the calling widget.
• You can't navigate away from the page while using the calling widget.

Make calls with a calling app

After you've connected a calling app, you can make calls with a calling app from a HubSpot record. To make calls, the way the calling app opens will depend on your provider's configuration.

Please note: call functionalities both during the call and after the call can vary based on provider. You can't make a call from a custom object record using a calling app. 

To make a call using a calling app:

• Click the calling call remote icon on the top right navigation bar.
  • If you don't have a default provider selected in the dialog box, select a calling app.
  • If you have a default provider selected, in the dialog box, click Change provider. Then select a calling app. 
    
  • In the top right of the dialog box, Click X to close the window.

• Navigate to your records.
• Click the name of a record.
• In the left sidebar, click the calling call icon and select the number you want to call.
• The calling app will open. Depending on how it's configured, you can start the call or it'll start automatically.

Receive calls with a calling app

After you've connected a calling app, you can receive calls using it in HubSpot. To receive calls, the way the calling app opens will depend on your provider's configuration.

To receive calls using a calling app:

• Click the calling call remote icon on the top right navigation bar.
  • If you don't have a default provider selected in the dialog box, select a calling app.
  • If you have a default provider selected, in the dialog box, click Change provider. Then select a calling app. 
    
• Continue making on your call based on your apps configuration in the calling remote and window, calling remote, or calling window.

Apps using the calling remote and window

• In the calling remote window, click Open calling window.

• The calling app will open in the remote and separate calling window. You may need to login to your provider. The calling window must remain open to receive inbound calls.
• Depending on how your calling app is configured, in the calling remote, change your status to Available.

• When you receive an incoming call, the remote will alert you of the call.

Apps using the calling remote only

• The calling app will open in the remote. You may need to login to your provider. 
• Depending on how your calling app is configured, in the calling remote, change your status to Available.

• When you receive an incoming call, the remote will alert you of the call.

Apps using the calling window only

• In the calling remote window, click Open calling window.

• The calling app will open in a separate calling window. You may need to login to your provider. The calling window must remain open to receive inbound calls.

Review calls made or received with a calling app

• Once a call is completed, it'll be logged on the call index page. Inbound calls that aren’t answered are logged as missed calls.
• If your calling app supports it, your call notes, details, and recordings will show on the HubSpot record.